Provide f&B Service

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Australian National Training Authority (ANTA), 2003

Published by Australian Training Products Ltd

GPO Box 5347BB, MELBOURNE, Victoria 3001, Australia

Telephone: +61 3 9630 9836 or 9630 9837

Facsimile: +61 3 9639 4684

All rights reserved. This work has been produced initially with the assistance of funding providedby the Commonwealth Government through ANTA. This work is copyright, but permission isgiven to trainers and teachers to make copies by photocopying or other duplicating processesfor use within their own training organisation or in a workplace where the training is beingconducted. This permission does not extend to the making of copies for use outside theimmediate training environment for which they are made, nor the making of copies for hire orresale to third parties. For permission outside of these guidelines, apply in writing to Australian

Training Products Ltd.

The views expressed in this version of the work do not necessarily represent the views ofANTA.

ANTA does not give warranty nor accept any liability in relation to the content of this work.

First published mmmm, 2003

STOCKCODE: xxxx

Printed for Australian Training Products Ltd by


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ContentsIntroduction 1Who Could Use this Resource 2

How to Use this Resource 3

Competency Checklist 4

Knowledge summary 9

Information for Learners 10

Training 10Assessment 11

Recognising skills already learnt 11

Tips for learners 12

Workplace Examples 13

Provide food and beverage service 13

Fact Sheets 15

Fact Sheet 1: Taking reservations 16

Fact Sheet 2: Aspects of work planning 21

Fact Sheet 3: Preparing a restaurant for service 23

Restaurant preparation 23

Fact Sheet 4: Clothing tables and folding napkins 27

Fact Sheet 5: Laying tables for service 34

Fact Sheet 6: Preparing service equipment and materials 39

Fact Sheet 7: Preparing waiter stations 44

Fact Sheet 8: Prepare restaurant for customer comfort 45

Fact Sheet 9: Menu types, service periods and basic cuisine knowledge 47

Fact Sheet 10: Recording orders 58

Fact Sheet 11: Service skills and techniques 61

Fact Sheet 12: The service cycle 72

Activities 76

Questions 100

Sample Assessment Activities 103


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Australian National Training Authority 1

INTRODUCTION

This Training Resource will help you develop skills and knowledge for the unit

of competency THHBFB03B Provide food and beverage service.

It deals with the skills and knowledge required to provide food and beverageservice to customers in a range of hospitality industry enterprises. It reflects therole of a waiter or food and beverage attendant and may apply to different stylesof service. This unit does not focus on the basic product knowledge about foodand beverage which is found in the unit THHBFB11B Develop and update foodand beverage knowledge. Unit THHBFB04B Provide table service of alcoholicbeverages covers detailed knowledge of wine.

This unit must be assessed with or after the following units. These units describeskills and knowledge that are essential to this unit of competence:

THHGHS01B Follow workplace hygiene procedures

THHBFB02B Provide a link between kitchen and service areas.

There is also a strong link between this unit and other food and beverage serviceunits. Depending upon the industry sector and workplace combined assessmentand training may be appropriate. Examples may include:

THHBFB11B Develop and update food and beverage knowledge

THHBFB04B Provide table service of alcoholic beverages

THHBFB10B Prepare and serve non alcoholic beverages

THHADFB07B Provide silver service

THHGFA01B Process financial transactions

THTFME09A Develop and update knowledge of protocol.


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Australian National Training Authority2

WHO COULD USE THIS RESOURCE

This a flexible delivery resource and is designed to be used by learners, trainers

and assessors. It contains fact sheets, activities, questions and sample assessmentitems which can be used in a variety of training situations. Training may beundertaken on or off the job or a combination of both. These materials may alsobe adapted for delivery in distance mode.

Learners undertake their training in different situations and may be known asstudents, trainees or participants. They may be beginners in the industry or havesome or considerable industry experience.

Trainers, similarly, may be teachers, facilitators, supervisors, managers or

mentors and be working in the industry or in a training organisation.

Assessors who undertake the formal assessment must be qualified or accreditedassessors.

Trainers and assessors should read the Companion Guide for further advice

on using this resource and must refer to the Training Package and the

individual competency standard.

LEARNERS

Learners could use thisresource to:

Study at their ownpace

Review topicscovered by their

trainer

Prepare forassessment.

TRAINERS

Trainers could use thisresource to:

Plan and delivertraining

Provide learnerswith additional

information

Set practicalactivities fortraining

Keep a record of thetraining that hasbeen done.

ASSESSORS

Assessors could usethis resource to:

Plan assessments

Show learnerswhereimprovement is

needed

Keep a record ofevidence used inthe assessment.


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HOW TO USE THIS RESOURCE

As a Traineryou could:

Use the checklists to develop course programs, RPL learners, check progressor record assessment.

Use the fact sheets to make handouts, overheads or reading assignments.

Use the activities to develop training sessions or projects.

Use the fact sheets and activities to develop distance learning programs.

Use the activities or assessment activities for formative or final assessments.

As anAssessor

you could:

Use the assessment activities and competency checklist to supportassessment following a training program.

Use the checklists for a recognition of prior learning assessment.

Use the checklists to record progress.

Use the questions as part of formative or summative assessment.

As a Learneryou could:

Work through all the information and complete the activities, as directed byyour trainer.

If your training is off the job, use this workbook as a study guide andcompanion for materials delivered in classroom-style sessions.


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COMPETENCY CHECKLIST

This is a summary of the skills and knowledge that you must have to meet the

requirements of the unit of competency covered by this Training Resource. Thisis only a summary. You will be assessed against the full competency standardwhich your trainer or assessor should show you. Use this checklist to:

identify skills and knowledge that you need;

identify skills and knowledge that you may already have;

check and record your progress;

prepare yourself for assessment.

Elements

On completion of this

unit you should be able

to:

Performance Criteria

You will know you have achieved this

when you can:

1. Prepare dining/restaurantarea for service.

Check dining/restaurant area and customerfacilities for cleanliness prior to service, inaccordance with enterprise procedures, and

where required, take corrective actions.Prepare and adjust the dining environment to

ensure comfort and ambience for customers, asappropriate.

Set up furniture in accordance with legislativeand enterprise requirements, bookings,customer requests and customer/staffconvenience and safety.

Check tables and table settings for stability andcustomer and service personnel access.

Check and prepare equipment for service.Verify menu variations and daily specials with

kitchen staff.


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Elements


unit you should be ableto:



when you can:

2. Prepare and set tables. Set tables correctly and in accordance withenterprise standards, required timeframesand/or special customer requests.

Dress tables according enterprise, industry andany special requirements.

Check cleanliness and condition of tables andall table items, prior to service.

Remove, clean or replace items not meetingenterprise standards.

3. Welcome customers. Welcome customers on arrival, in accordancewith enterprise customer service standards.

Check details of reservations whereappropriate.

Offer available pre-meal services to customers.

Escort and seat customers according to tableallocation.

Present menus and drinks lists to customers, inaccordance with enterprise standards.

Provide information to customers, giving clearexplanations and descriptions.


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Elements





when you can:

4. Take and process orders. Take orders accurately, with minimaldisruption to customers.

Record orders legibly, using the formatrequired by the enterprise, and convey thempromptly to the kitchen and/or bar.

Make recommendations and suggestions tocustomers to assist them with drink and mealselections.

Answer customer questions on menu itemscorrectly and courteously.

Relay information about any special requests ordietary or cultural requirements accurately tokitchen where appropriate.

Seek information from the kitchen or otherappropriate person, where answers areunknown.

Operate ordering systems correctly, inaccordance with enterprise procedures.

Provide and adjust glassware, service ware andcutlery, suitable for menu choices, inaccordance with enterprise procedures.


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Elements





when you can:

5. Serve and clear food anddrinks.

Collect food and beverage selections promptlyfrom service areas, check them for presentationand convey them to customers safely.

Monitor flow of service and meal delivery.Recognise and follow up promptly, any delays

or deficiencies in service.

Advise and reassure customers about anydelays and problems.

Serve food and beverage courteously and to thecorrect person, in accordance with enterprisestandards and hygiene requirements.

Check customer satisfaction at the appropriatetime.

Offer additional food and beverage at theappropriate times and order and serve themaccordingly.

Clear tables of crockery, cutlery and glasswareat the appropriate time and with minimaldisruption to customers.

Organise and present accounts to customers onrequest.

Process accounts in accordance with enterpriseprocedures.

Farewell guests courteously from therestaurant/dining area.


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Elements





when you can:

6. Close downrestaurant/dining area.

Store and/or prepare equipment for the nextservice, in accordance with enterpriseprocedures.

Clear, clean or dismantle area in accordancewith enterprise procedures and safetyrequirements.

Set up area correctly for the next service, inaccordance with enterprise procedures andrequirements.

Review and evaluate services with colleagues,where appropriate, identifying possibleimprovements.

Provide handover to incoming restaurantcolleagues and share any relevant information.


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Knowledge summaryTo be competent, you must also have knowledge of and skills in:

typical workflow structure for service within a food and beverage serviceenvironment;

ordering and service procedures;

plate clearing and carrying techniques;

typical food and beverage service styles and types of menus used in differenthospitality contexts including buffet, tray, plate and silver service;

typical industry room and table set-ups for different types of functionsincluding furniture, seating and decoration;

ways of dressing and setting tables for a range of different functions, servicestyles and service periods;

range and usage of standard restaurant equipment;

knowledge of menus as appropriate to enterprise;

hygiene and safety issues of specific relevance to food and beverage service;

waste minimisation techniques and environmental considerations in specificrelation to food and beverage service.


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INFORMATION FOR LEARNERS

TrainingCompetence means that you have the required knowledge and skills to do your

job. These are described in competency standards. Your training will be basedon these competency standards to make sure it is relevant to the needs of your joband yourself. After your training, your competence will be assessed against thestandards. The competency checklist and knowledge summary in this TrainingResource are from the competency standards.

Your training may take place in the workplace on the job, or in a classroom aspart of a training program or course, or a combination. The purpose of the

training is to develop your workplace competence, so you will be expected topractise your skills whenever you can. This can be done through workexperience, practical sessions in a training organisation or through your full timeor part-time job. It is important that you have both theoretical and practicalknowledge and skills.

Traineeships

If you are undertaking a traineeship whilst working or at school, much of yourlearning will take place on-the-job. This will be supported by training sessions ina college or training organisation.

Courses

If you have enrolled to do a course, you will be provided with both practicaltraining and theory. Make sure you do all the exercises and reading you aredirected to. Use your work experience to practise and expand your skills.

On-the-job training

Your training may consist of on-the-job coaching and/or formal training sessions.

Make sure you ask lots of questions, complete the exercises, and do additionalresearch to ensure you know everything listed in the competency checklists andknowledge summary.


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AssessmentOnce you have completed your training and practised your skills, you will beready to have your skills and knowledge assessed. The purpose of this is not to

see if you can pass a test, but to determine if you can perform work taskscompetently.

Assessment usually involves a number of assessment activities over a period oftime. In addition, your skills and knowledge might be assessed during a finalpractical demonstration. Sometimes assessment in this unit might be combinedwith assessment in another related unit.

When you feel ready to show you are competent in the unit, ask you trainer orassessor to organise for your skills to be formally assessed. When you have

successfully completed your assessment, you will receive a Statement ofAttainment to show you have achieved competence in the unit.

During the assessment, you may be assessed by a range of methods, dependingon the nature of the skill. This range could include:

observation of you carrying out work tasks;

role plays of real work scenarios;

projects;

completing case studies and problem-solving exercises to assess theapplication of your knowledge and skills to different work situations andcontexts;

questions to assess your knowledge;

combination of these methods.

Recognising skills already learntYou may already have some or all of the skills and knowledge covered in this

unit. Perhaps you have:

been in this or other related industries for some time, and/or

already completed training in this area, and/or

acquired skills through life or community activities.


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If you have already learnt a skill and have the required knowledge, you don'thave to learn it again. You will need to successfully demonstrate your skills andknowledge to your trainer who will assess you as competent. This is called RPLwhich stands forRecognition of Prior Learning.

Look at the Competency Checklistand see if you feel confident about doing andknowing some or all of these things already. Also check yourself by readingthrough the fact sheets and test yourself by completing the activities.

If you feel that you have some or all of the skills and knowledge, talk to yourtrainer about having them formally recognised. Your trainer or assessor will thenassess you against the unit of competence.

If you have a relevant qualification, Statement of Attainment or any

documentation from previous related training, then you can show this to yourtrainer as proof of your competence. You may also have documentation of yourpast work experience. All of these documents can be presented as evidence foryour RPL assessment.

Tips for learners

Discuss your training with your trainer and make sure you understand what isrequired and how the training will be organised.

Ask for feedback on your progress as you work through the activities.

Ask for help when you need it. Talk to more experienced colleagues or yourtrainer and ask for their guidance.

Listen, take notes, ask questions and practise your new skills as often aspossible. This way you will improve both your speed, your memory, and alsoyour confidence.

During your training, you should seek other sources of information as well,e.g. text books, the Internet.

When you have successfully completed the requirements, check yourself

against the Competency Checklist to see if you are ready for assessment.

Once you have completed training and have practised your skills, ask yourtrainer to arrange an assessment by a qualified assessor. (Your trainer mightalso be your assessor).


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WORKPLACE EXAMPLES

It is important to remember that this unit applies to all establishments where food

and beverage is served.

Provide food and beverage service

If you are to be successful in this unit, it is critical that you:

can provide complete service within a restaurant or dining area in accordancewith established systems and procedures;

can interact positively with customers;

can monitor the service process; and know OH&S requirements and demonstrate safe practices.

Typically, you will be working within a fully-equipped dining room orrestaurant, including industry-current equipment and actual food items andmeals. You will be expected to provide integrated food and beverage serviceduring a typical service period and deal with issues such as late bookings, no-shows, walk-ins, and menu changes. Styles of service may include table d'hte, ala carte, buffet, function, breakfast, and tea and coffee service.

You will be expected to prepare the dining/restaurant area for service, includingdressing tables (linen presentation, e.g. tablecloths, overlays and napkins; paperoverlays and napkins; placemats; glassware; service ware; flatware and floralarrangements) and adjusting the dining environment to ensure comfort andambience for customers. The dining environment may include lighting, roomtemperature, music, floral and other decorations, privacy and background noise.

The equipment you have to handle may include glassware, crockery, cutlery,linen, condiments, tea and coffee making facilities, chairs, tables, menus andwine lists, display materials, manual and electronic cash registers, computerisedordering systems and EFTPOS equipment.

Customers may inquire about available pre-meal services (bar service, loungeand waiting areas, valet services) and other information such as menu choicesand options; information about food and beverages; specials; information aboutthe location or area; and location of customer facilities.

Processing accounts will vary according to enterprise procedures and mayinclude depositing money in cash register, processing and giving change;processing credit cards or EFTPOS; and handing to other person to process.

You will also be required to set up for next service, which may include polishing


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flatware and glassware; placing service ware, flatware and glassware in allocatedstorage areas; resetting and dressing tables; cleaning equipment such as coffeemachines and bains marie; general cleaning of restaurant and customer facilities;and cleaning of surfaces.


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FACT SHEETS


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Fact Sheet 1: Taking reservationsThe reservations book is a most important document. All the information aboutbookings for the restaurant is detailed in the reservations book. It is used to

determine:

how the restaurant tables are set up;

how many staff are needed for service;

the amount of mise en place that will be required by the dining room andkitchen staff.

What is mise en?

This is a French term used to refer to all the preliminary preparation of arestaurant and in the kitchen before service. This includes setting out therestaurant, polishing cutlery and glassware, setting up waiters stations, layingtables, service equipment and accompanying condiments for menu items. Miseen place is vitally important as many of the tasks cannot be done later withoutcausing inconvenience to customers.

If you are involved in taking reservations there are some important points toremember:

to prevent misunderstandings it is essential that all entries in the book are

written or printed neatly and detailed correctly;

always keep the reservations book at hand so that, on request, you canquickly tell whether or not a table will be available;

before taking a booking you have to know the answers to the types ofquestions you will be asked, in other words what the special features of yourrestaurant are.

Taking reservations is the initial point of contact between the customer and theestablishment. This is where the first impression is created.


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There are a number of waysreservations can be made:

by telephone

by facsimile

by personal visit

by letter.

Telephone reservations

Most reservations are made over the telephone. Therefore, be well prepared whena guest calls the restaurant to make a booking.

Remember

Three of the most important rules of customer service are:

1. attitude and manner2. product knowledge

3. understanding customers needs.

Telephone manners must be of the highest standard, as many people are turnedoff by careless or abrupt speech on the telephone. Keep that smile in your voiceat all times. The first impression counts.

1. When taking reservations over the telephone, always answer with the

following:

good morning, good afternoon or good evening

the restaurants name

your name e.g. Lee speaking

how may I help you?

Have the reservations book open and a pencil at hand to write down details of thereservation.


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Details to be recorded in reservations book

2. Your next step is to ask:

when the reservation is requireddate, meal period (lunch, dinner, supper),time;

the number people for whom the reservation is being made.

3. Once this is known, the booking can be taken. Then the following informationcan be sought:

guests surname and correct title Mr, Mrs etc. (ask the guest to spell out thename if unclear);

contact telephone number for confirmation;

special requests e.g. birthday cake, special diets, wheelchair access.

4. Repeat the information to the guest to ensure you have recorded the correctdetails. Make sure all the details of the booking are recorded clearly in thereservation book. It is also normal practice to record the date when thereservation was taken and by whom.

5. Show some hospitality and conclude your phone conversation with Thankyou, (title and name). We look forward to seeing you on (day and date).


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Outlined below is what a booking sheet may look like.

A sample booking sheet

GUESTNAME

NUMBER OFPERSONS

TIME TABLE # SPECIALREQUIREMENTS

Smith A 6 1900 6 Flowers

Lee 8 1830 5

Smith, S 4 1830 7

Brown, B 3 1845 21

Wong 6 1930 8

Simons 2 1915 15

Bates 4 1900 9

Shim 6 1930 12

Cauchi 4 1915 16

Michelin 8 2000 11 & 12 Anniversary

Meyer 6 2000 14

Coulouris 4 1945 1

Hamman 2 1845 20 Weddingproposal

TOTAL 63


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Reconfirming bookings

On the day of the reservation, use the contact telephone number and reconfirmthe booking, unless the booking is for the day on which it was made. This is

important because you may still have time to resell the table(s) if it is cancelled.

For large bookings of 10 persons or more it is common practice to requestdeposits confirming the bookings at least two days prior to the booking dates butthis will depend on your companys policy.

Reservations that have been sent to you in writing can be reconfirmed in writingor by telephone if the phone number has been provided. If you are unable to meetspecific requests made in writing your reply should include possible alternatives.

Selling skills

Although it may sound strange at this point, if you take a booking you are a salesperson. Your job revolves around selling. When giving recommendations orsuggesting a house special to a customer you are using selling skills. Successfulselling increases revenue and gives customers more options.

The key to successful selling is to:

listenthe customer may have something particular in mind;

have good product knowledgeknow the special features of your restaurantand the different menu types and menu items available;

be naturalbe enthusiastic but do not go overboard; people dont want tofeel pressured;

choose the right timefor example, if the caller refers to children you cantell the caller about your special kids menus and drawing kits to keep thembusy between courses etc.


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Fact Sheet 2: Aspects of work planning

Planning ahead

The importance of planning cannot be over emphasised. Good planning helpsyou:

become more organised;

feel in control and stay calm;

provide a smooth efficient service to your guests;

cope with additional needs that may arise;

join in as a better team player.

Some factors you need to consider in your planning for service are:

any special requests by guests that affect your room or table set-up;

the type and style of meal service;

any mise en place for which you are responsible;

special food and drink items for which you require knowledge to help yousell;

placement of early guests that will allow for reselling of tables (calledturnover, resits or relays, etc.).


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Importance of team work

Remember

The nature of work in the Hospitality Industry requires you to workclosely with other staff. It is your responsibility to maintain a goodworking relationship and inquire about anything unfamiliar to you.Saying nobody told me or I didnt understand does not clear you

of responsibility. Being pro-active is an important part of yourresponsibility as a team member. Ask questions when you do notknow or are not sure of something.

Imagine a football team where there are a number of strong players but they playas individuals and do not support each other during the game. The outcome is

often a loss to teams with less individual talent but better team effort.

Similarly, the success and good reputation of a restaurant relies on coordinatedeffort by everyone from the steward, purchasing clerk, kitchen and service staffto management.

Your contribution is very important regardless of the position you hold. Here aresome tips for a team player at work:

consult other colleagues for clarification of matters not clear to you;

maintain a good professional working relationship with your colleagues;

learn your responsibilities and how to carry them out properly;

assist your colleagues when time permits;

follow company policies and procedures;

put forward ideas for improvements to quality and service;

make contact with other areas or departments to learn the services that theyprovide within the establishment.


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Fact Sheet 3: Preparing a restaurant for service

Restaurant preparation

The preparation of the dining room plays a key role in providing a comfortableenvironment for guests and ensuring a smooth and efficient workflow duringservice.

People dine out for a number of different reasons:

personal enjoyment;

business discussion and entertainment;

a new and adventurous experience e.g. trying out new cooking;

prestige e.g. to be seen in gourmet restaurants;

social events.

Regardless of the reasons people choose to eat out, they carry with them the firstimpressions of your establishment created at the time they make a booking. Thefirst impression is formed at first contact. Therefore, it is essential that this firstcontact at reservation provides customers with an impression that leads them towant to maintain contact by returning to your restaurant.


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The common elements that contribute to creating that sense of welcome are:

ELEMENTS OF THE

ENVIRONMENT

YOUR EXPECTATIONS ALTERNATIVES

Room temperature

Background music

Flowers and with otherdecorations

Privacy

Background noise

Lighting

Cleanliness

Types of menu and dining room preparation

The set-up of a dining room and table settings are affected by the menu. Themenu determines the type and style of meal service which, in turn, has a bearingon your preparation of mise en place.

For example, for breakfast service, maybe only placemats and disposable napkinsare used instead of linen tablecloths. On the other hand, a dinner service may bemore formal. Tables featuring candles create an intimate dinner atmosphere.

The table set-ups in terms of cutlery and glassware differ according to the menuitems, type and style of meal service. This topic is covered later in thisworkbook.

Restaurant floor plan

A floor plan is a diagram showing table and seating arrangements and waitersstations. A good floor plan also indicates the positioning of all other furniture andfixtures, such as stages and dance floors. To draw up a floor plan the followingfactors should be taken into consideration:

room shape and special features e.g. tiered floors, alcoves and dance floors;

immovable objects, such as pillars and indoor fountains;

movement of trolleys;

size and type of tables and chairs;


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service doors, fire escapes and bathroom entrances;

type and style of meal service.

A restaurant generally has a standard floor plan. However, this can be adjustedaccording to the reservations or number of walk-ins during each meal period.Walk-ins are people who come without reservations and wish to dine. Toaccommodate this circumstance, for example, two tables of four can be joined toseat a party of eight guests.

Some restaurants have fixed seating. This is usually in terms of booths oralcoves. Some have set sized tablessquare, rectangle or round. Some may havelarge round table tops able to be placed over smaller square tables to cater forlarger parties. Thus, tables vary a great deal.

Before positioning your tables:

ensure you have allowed sufficient space for guests and staff to move withease;

ensure tables are placed away from doorways, noisy kitchens, loud speakers,bathroom access, emergency exits and draughty areas;

allow sufficient space between tables to provide privacy for guests;

take into consideration smoking zones by placement of pot plants or screensfor partitioning.

Tip

If a table is unstable, use a wedge to stabilise it. A wedge can be made from awine cork. Place the wedge under the table leg that is not level. The pointed endof the wedge should face inwards. Ask your Trainer to demonstrate this to you ifyou are not clear on how to do it. Test the table for stability and adjust the wedgeif necessary until the table is level. If the problem persists, ask your Trainer tocheck and assist you. You may need to report the fault to Maintenance andremove the table from service.

To ensure your guests have privacy, tables should not be positioned too close towaiters stations, service doors, bathrooms or any other areas that have heavy

through traffic or activities. Tables should not be put too close to the mainentrance. This tends to be a draughty area with the constant opening and closingof the door.

Tables for two generally suit diners who like to have a quiet time during dinner.Avoid putting these tables near large groups which might be rowdy.


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Remember

Emergency exits from the dining room must be kept clear at all timesas part of safety regulations.


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Fact Sheet 4: Clothing tables and folding napkins

Table linen

As you are probably already aware, not all restaurants use tablecloths as part oftheir table setting. Some restaurants use plastic coverings, others have placematsor just the bare tables. These are determined by the type and theme of therestaurant.

A tablecloth can be very expensive to purchase and maintain, so manyrestaurants opt to use a linen hire service instead. Whether purchased or rented,all care must be taken in the way linen is used and handled.

There are many types of materials from which tablecloths are made. These range

from Damask which is a specially fine woven fabric that gives a shiny patternedfinish to synthetic fabric, such as polyester.

Other table linen includes:

Silencer or molten This is used underneath the tablecloth. It has anumber of purposes. It prevents tablecloths fromslipping. It muffles the noise created when placingtableware. It protects the table top from heat andmoisture and it gives the tablecloth a soft feel.

Overlays or napperons This is a small tablecloth that just covers the table.It is usually of a contrasting colour to the tableclothand its purpose is to protect the tablecloth fromspills, crumbs and stains etc.

Table skirtings Also called flounce.

Placemats

Napkins or serviettes

Clothing tables

There are several ways a table may be clothed and there are many different sizesand shapes of tables. The way a laundry presses and folds cloths may have abearing on how cloths are placed on the table.


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Pictured is a method used widely in the industry.

Hand Position. Place the table clothover the end of the table releasing only

the bottom finger grip.

Pull the table cloth towards youreleasing the cloth as you do.

Pull the table cloth into the correctposition.


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If your establishment cloths using a different method, write the procedure here:

Again, ask your Trainer to demonstrate the proper technique. Practise by settingall the tables in the restaurant and keep practising until you can do it right everytime.

Reclothing soiled tablecloths during service

During service, soiled tablecloths are changed either due to major spills or as partof resetting tables so that they can be resold. While guests remain in the diningroom, the reclothing of tables must be done swiftly and quietly. At no stage ofreclothing must the bare table top be exposed.

Note the hand grip.

Place the table cloth over the end of the

table while the soiled table cloth is stillon the table. As you do this you shouldgrip and retract the soiled table cloth.Table should never be visible.


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Pull the clean table cloth towards youreleasing it as you go. Do not reversethe soiled table cloth. Pull the cleancloth into the correct position and

release. You should now be holding thesoiled cloth only and it should be clearof the table.

Napkin folding

The type of napkin folds to be presented is often determined by the establishmentand the style of service. There are many napkin folds from which to choose.Some are very simple, such as the buffet fold. Others, such as the Opera House orOpen Rose, are more elaborate. Elaborate napkin folds are used to provideadditional grandeur to a table setting, while simple folds are used more oftenwhen time is of the essence to diners and staff.

The simpler the fold the less handling. This can be an important consideration interms of hygiene. Keep in mind that the napkin is going to be used by guests towipe their hands or mouths during the meal. Therefore, any non-visible bacteriaon napkins during folding will be transferred to the guests.

Remember

Remember the rules of hygiene when handling any implement usedby guests:

clean hands

clean nails

clean workplace.

On the following pages are two examples of napkin folds you can practice.


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Fact Sheet 5: Laying tables for service

Table setting

The table setting in any restaurant is determined by the style of cuisine it serves.This means that the type of food served will have a bearing on the type of cutleryused. In a Chinese or Japanese restaurant, for example, chopsticks are alsoprovided as the food is generally cut into bite size pieces before cooking.However, forks are also provided to cater for guests who may not know how touse chopsticks.

Table settings must always be set perfectly as it is at the table that guests relaxand have their dining needs fulfilled. A carefully set table will give guests theimpression service staff and management appreciate their business.

Definition and types of covers

The word cover in dining room terms refers to the place setting for one guest.

Most western style restaurants use one of two basic covers for their table setting.These are:

a la carte cover;

table dhote or set menu cover.


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A la carte cover

This cover is used for an a la carte menu which means a menu that hasindividually priced dishes.

A la carte cover consists of:

main knife and fork;

side plate;

side knife or small knife;

wine glass (usually a white wine glass is used as the customer is more likelyto order a white wine for the first course);

napkin;

centre pieces e.g. cruets, tentcards, table numbers, bud vase and candlestick.

Although an a la carte cover is a basic table setting, there are some variations tothe above listed cover composition. This will depend of the style of service andthe class of the establishment. This table setting is sometimes reduced down tomain knife and main fork and a napkin. This type of cover is also used for a fullbreakfast menu. A coffee cup, saucer and teaspoon replace the wine glass.

While restaurants vary this somewhat, the following is a guide to positioning thetableware for an a la carte cover:

centre the place setting using the seating as a guide (the centre position canbe marked with a main plate or napkin);

main knife to the right and 1cm from the edge of the table, cutting edgefacing toward the left;

main fork to the left and 1cm from the edge of the table;

side plates to the left side of main fork;


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side knife on the right side of side plate, parallel to main fork and knife(cutting edge of side knife facing towards the left edge of table);

wine glass placed directly above the main knife.

Table dhote or set menu cover

This table setting is for limited choice menus or pre-set menus with no choices.Translated from French table dhote means table of the host. This type of menu

has two or three courses with one or two choices for each course. Some elaborateset menus have more courses but there are no choices available to guests. Alltable dhote menus have a fixed price for the whole menu. This means even ifguests take only two courses of a three course set menu, they still pay the samefixed price for the menu.

When table dhote menus are used for banquets or functions, the table dhote orset menu cover for setting tables is also used. When setting this type of cover,you will need to know the dishes on the menu as the cutlery requirements foreach of the courses are included in the cover setting.

Below is a diagram showing the setting for a menu consisting of soup, fish, maincourse and dessert.

The tableware for this menu cover includes:

soup spoon;

fish knife and fork or entree knife and fork;

main course knife and fork;

entree fork and spoon for dessert (variations exist);

side plate;

side knife or small knife;


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wine glasses;

napkin;

centre pieces.

Always put the first course cutlery on the outermost end so that guests can workinwards with their cutlery through the courses. As this type of cover generallytakes up room, the dessert cutlery is placed above the main plate setting andcentred across the top of the cover.

Positioning of glassware

Wine glasses are set in the order of use. The first glass is placed approximately2.5 cm from the tip of the first course cutlery on the right hand side of the setting.

The rest of the glasses are placed in a straight row at a 45 angle to the left of thefirst glass. If there is not enough room towards the centre of the table, glassesmay be placed in a diamond shape.

For the purpose of this exercise, sherry is served with the soup, white wine withfish, red wine with main course and sparkling wine with dessert.


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Centre pieces

In most cases, salt and pepper shakers are placed on the table. These shouldmatch the crockery and be easy to reach for any guest. For large tables more than

one set of salt and pepper shakers may be needed.

Some establishments provide small table-size salt and pepper grinders instead ofshakers. Other establishments have waiters offer salt and pepper to the guestsfrom large mills.

Other table decorations include centre pieces of flowers, a bud vase or a smallposy of colourful, delicate scented flowers, candlesticks and tentcards.

Centre pieces should not overwhelm or interfere with the table setting or service.

Most restaurants will have a set way for the placement of centre pieces. Discussthis with your Trainer and find out how centre pieces should be placed in yourestablishment.

Remember

The main entrance to the establishment is often used as a check-pointfor table setting. In the end, what is wanted is a perfectly uniformsetting that can be noticed when guests enter the restaurant. It is thepoint from which one should take a final look at the way the whole

restaurant has been set.

Tips

1. Cut-flower centre pieces should be stored in the coolroom or refrigeratorwhen service is over if they need to be kept fresh.

2. Do not use flowers that have a strong scent as this can interfere with the foodand wine.

3. The height of any centre piece must not be above the eye level of guests when

seated.


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Fact Sheet 6: Preparing service equipment and

materials

Preparing for service includes:

preparing butter portions;

preparing bread roll baskets;

preparing condiments such as mustards, relishes and sauces for menu items;

cutting lemon slices for tea service;

filling and cleaning cruets;

preparing coffee and tea service equipment;

cleaning and setting toasters;

checking displays.

Some of these items would have been prepared by the previous shift. However, itis important that a check is made when preparing the restaurant for service.

Butter portioning

Butter may be prepared in a variety of attractive portion sizes. These include:

basic cubes or triangles;

curls;

rolls;

channelled pats.

Whatever style is chosen, it must be attractive and between 10-15gm per portion.

Butter must be handled in a hygienic manner and kept chilled until servicebegins. It is recommended that surgical gloves are worn when handling and

making butter portions for service.

Bread rolls

Depending on the individual establishment, hot bread rolls may be collected fromthe kitchen just prior to service and stored at the waiters station. They wouldneed to be covered and kept warm with a clean napkin. Make sure the breadtongs are clean and the baskets free from crumbs and lined with fresh doilies orcloth liners.

In some restaurants it may be necessary to place bread rolls in a warming oven to


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heat them for service. Make sure sufficient heating time is allowed for this.

In some restaurants it may be necessary to cut bread portions for service orprepare a variety of bread for display on a trolley or buffet. In this case, make

sure the trolley/buffet is clean and that all the necessary service equipment, suchas cutting boards, tongs or service forks and spoons and a bread knife are alsoclean and neatly placed. Before service begins all the different varieties of breadon offer must be visible to the guests and attractively arranged.

Cruets

This is the French term used to refer to salt and pepper shakers or oil and vinegarsets. These should be cleaned between and, if necessary, during each shift as theyare handled by guests. There should be no visible grease or finger marks on them.

Oil and vinegar sets must be full for each meal service. Depending on how muchthey are used, they may have to be completely emptied and washed every coupleof days. Salt and pepper shakers may not need to be filled daily but they must bechecked on each shift when cleaned. They must be at least half full.

Toasters

If toasters are used they have to be cleaned during the preparation for each shift.They accumulate crumbs which are dangerous as crumbs can smoke and burn.

Menus and wine lists

During every shift menus should be wiped clean with a damp lint-free clothbefore storing at the waiters' station for service. Alert your Supervisor if anymenus are damaged or stained, frayed or look tired from too much use. Theyshould be removed from circulation.

Cheese boards

If cheeseboards, salads or other items are available a check on the accompanying

garnishes, cheese varieties, salad dressings etc. should be made. Cracker basketsfor cheese and perhaps salad sticks, dried nuts and fruits will need to be prepared.

If there are displays in the restaurant, these will have to be positioned in thecorrect places and in such ways as to be eye-catching and pleasing to guests.

Condiments

The standard stock of condiments in a restaurant may include tomato sauce,mustard, Worcestershire sauce and Tabasco sauce. The latter two are usuallyavailable at the bar if they are not standard stock items for the dining room. It

may be necessary to prepare specific condiments to accompany menu items e.g.


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horseradish to accompany roast beef and tartare sauce for fish. Check with thekitchen to see which ones are required for the day.

If condiments are served in sauce boats or small containers, they should be filled

just half full. This will make it easier for guests and service staff. Sauce boats andsmall containers should be changed between each shift and the contentsfreshened daily.

Coffee and tea service equipment

The equipment for serving coffee and tea varies between establishments.Whichever service style is adopted, it is the responsibility of service staff to makesure all the required mise en place is prepared prior to service. Different types ofcoffee-making equipment include:

espresso machines

cona type equipment

dripolator

filter coffee

plunge or press

ibrick (Turkish coffee).

Tea making equipment

Different equipment is used in tea making. It is important that you know whatequipment you need for different styles of tea. More importantly, you must beable to operate the equipment correctly and carefully. Before you use anyequipment you should read the manufacturers instructions. These will give you

handy hints on how to operate type of machine. If you are ever in doubt on amachines operations, always ask your Trainer for help.

Tea cups

Tea was originally served in tiny glazed bowls without handles. As tea drinkingbecame popular in England, two handles were added to the bowl. As tea becamemore popular, one handle was used and the cup became larger.

Tea may be served in a cup from metal, china or even styrofoam, depending onyour establishment.

Tea pots

Tea pots generally range in size from a one pot to a ten pot. The larger being

used for large groups. They can be made from either china or metal. Chromium


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plated copper bodies are popular due to their durability.

Tea pots should be kept clean. It is not true that a tea pot covered with tannin (thebrown stain inside the pot) make good tea. It will make tea bitter. Four teaspoons

of bi-carbonated soda added to water left to soak in a pot will clean it well. Ifdetergent is used it should be rinsed well.

Tea urns

When a large quantity of tea is required it is necessary to have enough boilingwater. Urns are used to keep the water hot enough for tea. The tea is not madeuntil it is required.

Caution

Be careful around tea urns because boiling water can give you a nastyburn.

Tea infusers

Infuse (when referred to tea) means to pour boiling water over it. An infuser is

sometimes called a teaball or a tea egg. It is a small round metal containerwith holes in it. It opens in half so tea leaves can be put inside it. It is then placedinto the tea pot and boiling water added.

Note

Tea infusers should never be overfilled as the leaves expand when boiling wateris added.

Tea strainers

A strainer was once used to sift the dust from tea leaves before they were used.These days we strain the tea as it is being poured from the pot to the cup.

Lemon squeezers

Lemon squeezers are used to hold a wedge of lemon. They are used to stop anyskin or pips escaping into the tea.

Cleaning coffee equipment

The coffee machine should be thoroughly cleaned at the completion of the daystrading. Where possible the machine should be given a superficial clean at theend of each peak period of use. Cleaning procedures vary according to the typeof machine. Your Trainer will go through the correct and hygienic procedures

for:


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safe dismantling;

correct reassembly.

Examples of what might have to be prepared at this stage of service preparation

are:

check there is an adequate stock of coffee e.g. pulverised, decaffeinated orinstant;

check there is an adequate stock of tea e.g. assortment of tea either in teabags or loose leaf;

switch on the coffee machine e.g. espresso and check that all attachments areclean and at hand;

switch on the filter coffee machine and have cold water, ground coffee andfilter paper at hand;

check cups and saucers for cleanliness and ensure they are ready for service;

check tea pots and strainers for cleanliness and ensure they are ready forservice;

fill sugar bowls;

fill milk jugs and store in the refrigerator for service;

fill cream in jugs and store them in the refrigerator for service;

cut lemon slices to accompany black tea;

pre-plate after dinner mints on a doily-lined plate ready for service;

check the coffee plunger is clean.


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Fact Sheet 7: Preparing waiter stationsThe waiter station is your home base, so to speak. It may be a simple table, amore elaborate sideboard or a mobile unit that can be arranged to suit the

restaurant floor plan.

The waiter station is a facility for storing extra equipment, tableware, glassware,condiments, linen etc., close at hand during service. This saves a lot of extra legwork, and guests do not have to wait.

Remember

It is very easy for a waiter station to become cluttered and untidyduring a busy service period. Remember that it is usually in full view

of guests, so KEEP IT CLEAN AND TIDY AT ALL TIMES.

Service items

Below is a sample list of common service items stored at a waiter station:

service utensils

service plates and with other tableware

tea/coffee service equipment

underliners/doilies

bread service equipment

napkins

service trays

menus

wine lists

crumbing down equipment docket books (spares)

condiments e.g. sauces and mustards

toothpicks

spare cruets.


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Fact Sheet 8: Prepare restaurant for customer

comfort

Now we come to the final stage of preparing the restaurant for service. Westarted with preparing the physical elements of the dining room environment, andnow finish with the final touches to:

background music

lighting

room temperature.

When diners come to a restaurant, they normally like to relax in an atmospherewhere they can talk to each other. Loud rock or heavy-metal music is

inappropriate for relaxed dining. Soft instrumentals or ballads are more suited torestaurant dining. It is also important to have the appropriate music that suits thetheme and atmosphere of the restaurant, say, Italian music for an Italianrestaurant.

Similarly, bright lights that show up every imperfection are not appreciated byguests wanting to spend a romantic evening with their partners. Soft subduedlighting creates the right atmosphere for dining out.

The whole experience of dining out should be one of relaxation and comfort.

This is not possible if it is so cold in the restaurant that customers must sit withtheir overcoats on to keep warm. Similarly, the ventilation in the room has to beadequate so guests do not feel hot and stuffy.

Finally, the facilities behind the scene must be considered. The bathrooms needto be clean at all times and stocked with an adequate supply of soap, toilet paperand hand towels.

Once all these points have been taken care of, the final check can be done beforethe doors are opened for service.


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Fact Sheet 9: Menu types, service periods and

basic cuisine knowledge

Menu types

A menu is a written list of food and beverage items for sale in a restaurant. It canbe written on a blackboard or printed on paper or card.

insert 19

Menu styles

Common styles of menus used in restaurants are:

a la carte

table dhote

carte du jour or set menu

buffet.

A la carte menus

An a la carte menu offers a range of dishes with individual pricing for each dish.Guests may choose any number of courses from the menu to suit their appetite

and budget.

Table dhote

Literally translated means table of the host. A table dhote menu is a set pricemenu consisting usually of three to four courses and offering a limited choice ofdishes in each course. The guest pays the set price for the menu even if not all thecourses offered are consumed. In some establishments, a selection of drinks maybe included in the package. If this is the case, the types of drinks are oftenstipulated on the menu.

Carte du jour

Literally translated means card of the day. This is sometimes known as menu

of the day and is often another form of set menu. A set menu has a set price with

two to four courses with no choice of dishes. Like the table dhote menu, guestspay the set price for the menu even if not all the courses are consumed.

Buffet menus

Buffet menus offer a set price with a large variety of dishes in each course. These

dishes are displayed in the restaurant. Guests may consume as many dishes and


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courses as they like. In many establishments guests help themselves to the food.

Meal service periods

The following are examples of meal periods:

Breakfast 7.00 am10.00 am

Brunch 10.00 am2.00 pm

Lunch midday3.00 pm

Afternoon tea 3.30 pm5.00 pm

Dinner 6.00 pm9.30 pm

Supper 10.00 pmmidnight

Breakfast

This is the first meal of the day. There are a number of different types ofbreakfast menus e.g. Continental, English, Australian, American and Buffet.

A Continental breakfast is a light breakfast consisting of a variety of juices,cereals, bread products, conserves and a hot beverage.

An English, Australian or American breakfast may include continental breakfastitems. Typical cooked dishes of an English breakfast are eggs, bacon, sausages,smoked fish, such as kippers, and offal, such as kidneys and liver. Typicalcooked dishes for an Australian breakfast are steak, eggs, lamb chops, bacon,sausages and baked beans. Typical cooked dishes of an American breakfast areeggs, bacon, sausages, hash browns, pancakes and waffles.

Buffet breakfasts usually offer a variety of cooked dishes as listed in the above

four types of breakfasts. The dishes are set out for the guests to help themselves.

Brunch

Brunch is a meal that combines breakfast and lunch. It is also considered a latebreakfast or early lunch with items from both lunch and breakfast menus offered.Brunch has become increasingly popular especially in resort-type hotels.

Lunch

The lunch menu of a restaurant may be similar to that of the dinner menu. The


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menu often consists of lighter food items and can be relevant to the theme of therestaurant.

Afternoon tea

This menu usually consists of a variety of cakes, pastries and sandwiches to beserved with tea and coffee.

Dinner

This menu usually consists of a wide variety of food items relevant to the themeof the restaurant.

Supper

This menu usually consists of light and quick-to-prepare dishes.

Service styles

In Australia, the main service styles used in a restaurant are:

plate service

silver service

semi-silver service

gueridon service.

Plate service

In this style, the food is plated in the kitchen and then delivered by the waiter tothe table.

Silver service

In silver service, food items are served by the waiter onto the guests plate at the

dining table using a spoon and fork to transfer the food items from the servingplatter.

Semi-silver service

In this service, the main food item is plated in the kitchen. The waiter serves theaccompaniments e.g. vegetables and pasta, onto the guests plate at the table.

Buffet service

Here, food items are displayed on buffet tables. Guests often help themselves to

food items. In some restaurants, however, uniformed kitchen staff or waiters are


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stationed behind the buffet tables to assist in the service of food.

Gueridon service

In this style of service, the food is prepared, portioned, carved or cooked on atrolley or side table in front of guests. This style of service is a specialised formof service practised in formal or fine dining restaurants.

Menu items

Courses on the menu are commonly grouped into the following structure andsequence:

starters, hors doeuvre, appetisers

soups

entrees and fish dishes

main courses

vegetables and salads

desserts

cheese.

Starters, hors doeuvre and appetisers

Any of these three terms can be used to group the first course on the menu.However, this does not mean that the guest must choose from this section of an ala carte menu to start their meal. The food items on this section of the menu areused to stimulate appetite. Common examples are prawn cocktails, oysters, pateand smoked salmon.

Soups

These may be hot or cold. There are two main types of soupsthick soups such

as cream of tomato and oxtail soup, and thin or clear soups such as chicken brothor beef consomme.

Entrees and fish dishes

The French term entree is sometimes used for the starter course on somemenus. Entrees are technically more substantial than hors doeuvre or appetisers.Being light textured, fish and other seafood are often used in the preparation ofentree dishes. Other typical food items used for entree dishes may includeomelettes, pastries and offal e.g. brains, kidneys, liver, pasta dishes. Although

portion sizes for entrees are small in relation to main courses, guests often like to


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know if entrees are light or rich and filling. Therefore, it is necessary to befamiliar with the preparation of each dish.

Main courses

On contemporary menus in Australia, main courses are served with starch-basedaccompaniments e.g. pasta, rice or potatoes, and two to three vegetables. Themain course item could be meat, fish or poultry cooked in a number of ways.Grilled, fried, baked and roast dishes are often accompanied by sauces. Braiseddishes and stews are served with sauces as part of the ingredients. Whenacquiring product knowledge for this category of the menu, it is important toknow the preparation and cooking methods, the cut of meat or fish used, the mainflavours of the dish and any accompaniments or sauces with which it is served.

Basic sauces Common sauces include brown and white sauces madefrom meat-based stock that has been thickened.

Common basic brown sauce includes demi glace that ismade from brown meat stock or gravy using roasting pan

juices.

Some white sauces may be made from milk, such asbechamel sauce, or made from white meat stock, such as aveloute.

Egg and butter sauces, such as hollandaise, are made frombeaten egg yolks, vinegar and warm melted butter.

Cold sauces, such as mayonnaise, are made from eggyolks, vinegar and oil, and vinaigrette is made fromvinegar and oil.

Vegetables andsalads

Vegetables and salads may be served as accompanimentswith main courses. With the popularity of vegetariandishes, restaurants are now offering more vegetable dishes

for vegetarians. There is also a large range of salads thatcan be offered on menus. These range from a simple greensalad with a light oil and vinegar dressing to a moresubstantial salad with meat and vegetables.


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Desserts Desserts may be hot or cold ranging from baked items,such as a hot apple pie, to a simple fruit salad and icecream. Types of pastries used for making desserts includepuff pastry, short crust pastry and filo pastry. Pudding

desserts are usually made with a custard or sponge cakemixture base.

Cheese There is a large variety of cheese available on the market.The main categories are fresh cheese e.g. cottage, ricottaand cream cheese; soft cheese e.g. camembert, brie andmozzarella; firm cheese e.g. edam, cheddar and Swiss; andhard cheese e.g. parmesan, romano and percorino. It isalso important to know the flavour. Is it strong? Mild?Biting? It is useful to know whether the cheese is made

from goats, cows or sheeps milk.

Product knowledge

As a waiter, you are a salesperson. Therefore, it is very important to know aboutthe items that are for sale on the menu. The best way to learn about the menubeing sold is to talk to your Chef. The following questions will give some idea asto what should be known about the dishes served:

Is it a hot or cold dish?

What are the main ingredients in the dish?

Is it a light, heavy or rich dish?

What is the cooking method?

How is it prepared?

What cut of meat is used?

What kind of fish is it? What fruits are used in the fruit salad?

What vegetables are included in the dish?

What kind of sauce is accompanying the dish?

What is the base of the sauce e.g. Brown, white, butter or mayonnaise?

What is the name of the cheese?


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Non alcoholic beverages

Non alcoholic beverages may be grouped as follows:

aerated waters e.g. soda water, tonic water, dry ginger, bitter lemon, coke andginger beer;

natural spring waters or mineral waters e.g. Perrier, Evian and MountainSpring;

squashes e.g. orange, lemon and lime;

juices e.g. tomato, orange and lemon;

syrups e.g. grenadine, cassis (blackcurrant), gomme (white sugar syrup),raspberry and lime.


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Alcoholic beverages

Aperitifs

This is a drink served before meals to stimulate the appetite. Examples ofcommon aperitifs are sherry, vermouth and bitters, campari and fernet branca.

Wines

These can be grouped as follows:

champagne and sparkling

white wine

red wine rose.

Liqueurs

These are spirit or wine-based liquors that are sweetened and flavoured. They areoften served as digestives (after-dinner drinks). Common examples are GrandMarnier, Cointreau, Creme de Menthe, Sambucca, Tia Maria, Kirsch andDrambuie.

Spirits

These are distilled alcoholic liquors e.g. gin, rum, whisky, cognac, vodka,schnapps and tequila.

Beer

These are grouped into light or dark ales, light or strong (alcoholic strength) andon tap or in a bottle/can.

Course combinations

In your role as a food salesperson, you may sometimes be asked to recommenddishes to guests. Therefore, it is important that you know the dishes in the menuon the order in which they should be served. Guests will only derive satisfactionif they have eaten the food in the right gastronomical order e.g. a rich appetiser(prawn cocktail) should be followed by a clear soup or broth, a heavy entree suchas a pasta carbonara should be followed by a light fish main course. Cheese isserved as the last course to sooth the stomach.


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As a general rule of thumb, the courses should flow from cold to hot to cold,from light to heavy to light. Avoid recommending menu items that will repeatmain ingredients, cooking methods, colours, textures or flavours. Naturally, it isimportant to find out from guests their preferences for food or any dietary needs

e.g. they do not eat red meat or dairy food.

In terms of food and wine combinations, a general guideline to follow is:

white wine with white meat, seafood or vegetables;

red wine with red meat;

sweet wine with desserts;

sweeter wine with spicy food.

Salesmanship

A professional waiter is a salesperson of food and beverage, not just an ordertaker or carrier of food and beverage. The waiter can suggest menu items thatwill increase customer enjoyment which will, in turn, increase revenue for theestablishment.

Remember

To be a good salesperson, observe the six golden rules to selling.

Sincerity Do not mislead or exaggerate when advising guests oranswering questions on menu items e.g. if the fruit salad ismade from canned fruit, do not try to sell the dish as a freshfruit salad, or sell a fish dish as fresh when it is really frozen.

Helpfulness Assist customers by recommending food and beverage itemsthat suit their needs and preferences.

Enthusiasm Use positive questioning, and describe menu items appetisingly.

Attentiveness Listen attentively and re-check information by repeatingcustomer requests.

Friendliness Greet and speak with customers warmly. Maintain a warmsmile and cheerful manner.

Productknowledge

Know the products for sale at the restaurant and any specialpromotions or services available.


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Greet and seat guests

When guests arrive, it is the responsibility of service staff to ensure they aregreeted at the door and made to feel welcome.

When greeting and seating guests:

1. Identify and acknowledge guests as soon as they arrive by greeting them withan appropriate welcome e.g. good morning, good evening.

2. Inquire whether or not they have a reservation. If so, check details in thereservations book. If no reservations have been made, check whether tablesare available.

3. Confirm any special needs e.g. number of guests and preferred seatingallocation.

4. Check the hosts name when establishing a reservation and acknowledge thehost by addressing the person by title and name.

5. Assist with hats or coats, if necessary.

6. Show guests to their table by leading the way and ensuring that they followyou.

7. Draw chairs out from the table starting with the best-positioned one and inviteguests to sit.

8. Position guests chairs as they are seated, holding the back of the chair andmoving it forward.

9. Ensure any special needs at this stage are taken care of e.g. cushions or highchair for a child.

10.Lap napkins using the right hand, and from the right side of guests.

Catering for guests with special needs

Elderly people

They must have easy access to their table. An upright chair may be required.

People who are hearing impaired

They should be seated where they can see everything and where there are evennoise levels, away from speakers or telephone. Listen carefully to the guestsvoice as it may not be very clear.


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People who are visually impaired

They must have easy access to their tables and should be seated at tables wherethey will not have to move for other guests.

People in wheelchairs

They must have easy access to their tables.

Children

They may require high chairs or cushions. They should be seated where it ispossible to see what is going on. Seat families where noise will create the leastdisturbance to other guests.

Presenting menus and taking orders

Once guests are comfortably seated, present the menus and take orders for drinks.Explain any specials on the menu and leave the guests to decide on their menuchoices. If the menu is in a cover form, it should be opened before presenting.

1. Carry the menus in the flat of the left hand.

2. Open the menu from the top with the right hand.

3. Present the menu from the right side of the customer.

4. If the menu is written on a portable blackboard, bring the blackboard to thetable and position it securely and safely where everyone can see it.


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Fact Sheet 10: Recording ordersThere are many different forms of taking and recording orders. Each restaurantwill be a little different. Some establishments have a pre-printed order formwhich contains all the menu items offered. Others record orders using thenumbering system, and still others the computer system.

Regardless of the method, it is important to make sure all information recorded islegible. The smallest mistakes can lead to wrong orders and dissatisfied guests.Many restaurants use standard abbreviations for menus items. If your restaurantis one of these, follow the system to the letter to ensure your workmates especially the kitchen staff and the cashiercan read and interpret your docketscorrectly.

The order serves three main functions:

provides information for the bar staff and kitchen staff on the beverages andfood ordered;

provides information for the waiter on which guests have ordered whichdishes to ensure correct delivery;

provides the cashier information for preparation of bills for what is orderedand consumed.


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Procedure for taking an order

Make sure the guests are ready to order. Their body language will tell you a lot.They may have closed the menu or may have signalled for assistance.

1. Start with the guest to the right side of the host and work anti-clockwise fromthe host around the table ending with the last order taken from the host.Sometimes the host will place the order for the rest of the guests. If this is thecase, the host will usually tell you at the beginning.

2. Note the host with a H, and any special characteristics of the first and lastguest.

3. Note any special requirements on each of the orders e.g. no sauce with the

steak, or the degree of doneness for the meat.

4. If a host cannot be identified, then start with the person seated closest to theentrance door. In situations when this is not easily identified, clearly mark theguest you started taking the order with on your rough copy e.g. red dress orblue suit etc.

5. Draw a line between each course.

6. Once the order is taken, confirm each order by repeating it back to the guestto avoid mistakes.

7. The information on the rough copy is then transferred to the docket book.

Example of order

Table 9

Chic. Liver Pate doz. Oys. Nat.

_________________ _________________

T-bone MR, extra sauce

with salad

Roast Chic.

with salad

(Red Dress)

Prawn ctail Mush. Soup

_________________ _________________

Grilled Snapper

with veg.

T-bone R

with veg.

H (Blue dress)


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Summary of points for recording orders:

Know the menu items and daily specials.

Know the time it takes to prepare and cook the menu items. Be confident and speak clearly when explaining items to guests.

Sell menu items by making suggestions.

Take the order first on your waiters pad and then repeat the order to theguest to confirm it is correct.

Transfer details from the pad to the kitchen docket legibly highlightingspecial requests.

Number the chairs on the pad so that orders do not get mixed up.

Use pre-determined abbreviations for writing food items.

Double check orders against the number of guests before placing orders withthe kitchen.

Computerised order recording

Many establishments now use electronic computers to process food and beverageorders. The waiter takes orders on a note pad. When the order taking iscompleted, it is processed through the computer by opening a guest account on

the computer. Each waiter is given an identity key, a code number or authorisingcard that must be used. This identifies the user who is the waiter. The informationsuch as table number, number of covers, check number and food and beverageitems ordered by guests are entered into the computer. With some systems, theorder is sent directly through the system to the kitchen and bar where it isreproduced on printers located in each of these areas. The system will alsoautomatically print the date and time of the order.


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Fact Sheet 11: Service skills and techniques

Adjusting cutlery

After the order has been taken, the cutlery originally set for the cover is adjusted.This is done directly after the order has been placed in the kitchen. The cutlery isadjusted up to the main course. Dessert and cheese cutlery are adjusted when theorder is taken after the main course.

Remember

Any extra covers not required for the table are also removed at thisstage. A service tray should be used to carry the cleared coversettings.

Important

When adjusting cutlery, ensure minimal disruption to guests.

Procedure for adjusting cutlery

1. Prepare the cutlery required for each guest and arrange neatly on a servicetray.

2. Start the adjustment of cutlery from the guest on the right of the host andwork anti-clockwise as in the case of order taking.

3. Correct the knife section first then the fork section for each guest at a time.

4. Remove cutlery pieces that are not required.

5. Place any additional cutlery in the sequence of usefirst course items on theoutside working inwards towards the centre.

6. Pick up cutlery with thumb and index finger, holding the sides of the narrow

neck of the cutlery piece to prevent leaving any finger marks on the cutlery.

7. Ensure cutlery items are aligned parallel to each other.

Note

Apply the same procedure to dessert and cheese cutlery.


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8. If dessert cutlery has been pre-set across the top of the cover as part of a tabledhote cover setting on the table, then the cutlery must be moved down to the

main cutlery position. The spoon is moved first, then the fork. Work anti-clockwise as per order taking.

Plate service skills and techniques

Plate service is the most common form of service. In plate service it is veryimportant that the food carefully placed on the plate by the kitchen staff reachesthe table undisturbed. Being skilful in plate carrying techniques is an essentialskill for any waiter.

Traditionally, plate service was performed by serving food from the left side ofthe guest and clearing from the right. This procedure is still used by some

countries. In Australia, this procedure is adopted only for silver service whenfood is served on to the plate from the left side and cleared from the right.However, for plate service the procedure now adopted is to serve plated foodfrom the right side and clear from the right. This procedure is less obstructive tothe guest. Whichever procedure is adopted by the different establishments, it isimportant to remember to conform with the procedures of that establishment.

When serving, the guest on the right of the host is served first unless instructedotherwise (as per order taking). In a formal situation and in some other cases,ladies are served before gentlemen. In this case you work anti-clockwise with the

first lady on the right of the host around the table, then the gentlemen and finallythe host.

Tray carrying and drink service techniques

Drink trays should be carried (with a slightly cupped hand) on the pads of fingersof the left hand. This allows the waiter to adjust the balance of the tray as glassesare removed or added to the tray.

Safety

If the tray is not a non-slip tray, it should be lined with a tray mat ortray liner to prevent glassware from sliding.

When serving drinks, hold the tray behind the back of the guest. Place the drinkonto the table from the right side of the guest, using the right hand. The drinkshould be placed above the main cutlery on the right side of the guest.

Beer service

1. Carry the required number of cold beer glasses (one for each bottle ordered)

and clean bottles of beer to the table on a tray.


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2. Serve from the right side of the guest by placing the glass first to the right ofthe guest. When placing the glass hold it by the base.

3. Hold the bottle in the right hand with the label facing the guest and pour the

beer into the glass on the table. The flow of the beer should be directed to theinside opposite edge of the glass. Pour the beer slowly so that a head can

form.

4. Continue pouring until the glass is full with a well formed head.

5. If the bottle is not empty, place the bottle to the right of the glass with thelabel facing the guest.

Wine service

The order for wine is taken immediately after the food order is taken. You maybe asked by guests to recommend wines to go with their meals. You may not bean expert on wines but it is important to be familiar with the range of wines onthe wine list e.g. which of the wines are dry, medium or full bodied from the redwine, white wine and sparkling ranges on offer. Know the names of your sweetwines.

Generally, white wines, sparkling wines and roses are served chilled.

Still wine

1. Present the wine to the host.

2. Hold a service cloth behind the bottle.

3. Tell the host the brand of the wine.

4. Tell the host the type of wine e.g.Chardonnay.

5. Tell the host the vintage or bin

number, such as XYZ Chardonnay1994 or Bin XYZ.


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6. Cut the capsule with the knife in thewaiters friend.

7. Move the knife around the lip of the

bottle.

8. Remove the capsule and put it in yourpocket.

9. Do not put the capsule in the icebucket/wine cooler.

10. Put the point of the corkscrew into thecentre of the cork.

11. Twist until you have one turn leftshowing.


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12. Place the lever on the edge of bottle.

13. Hold it in place with your indexfinger.

14. Pull the cork straight up.

15. When the cork is nearly out, gentlypull it out with your fingers.

RememberWith red wine, place the cork on a small plate and present it to thehost.

16. Pour a little wine for the host to smelland taste (about 30 ml).

17. Wait for the host to taste wine.

18. Then move around the table anti-clockwise.

19. Pour guests two thirds of a glass each.

20. Then top up the host to two thirds.

Tips

Always carry a clean waiters cloth when serving wine.

White wine glasses are smaller than red wine glasses.

Use the right glass for the right wine.


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Fresh glasses must be set for each wine if not of the same type e.g. if adifferent white wine is ordered from the last served, then the glasses must bechanged.

White wines are kept chilled in an ice bucket or wine cooler. When pouring wine, the neck of the bottle must never touch the glass.

By twisting the bottle and raising it at the same time at the end of eachpouring, drips can be prevented from falling on the tablecloth.

Coffee and tea service

Coffee service

There are many different types of coffee. The way coffee is prepared depends on

the type of coffee being served. The following are common types of coffeeserved in restaurants:

percolated or filter coffee

plunger coffee

espresso coffee

latte

cappuccino.

Filter coffee

This is the most commonly available type of coffee. Hot water drips over groundroasted coffee be

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